For organizations in UK, the primary impetus behind adopting AI technologies lies in the pursuit of enhancing customer experiences. This emphasizes a growing acknowledgment within businesses of the pivotal role played by AI in addressing challenges related to customer satisfaction.
The reason for the adoption of AI technologies is the surge in call volumes for contact centers in the UK and Ireland throughout 2023, which resulted in all-time highs for call abandonment rates and the average time it takes for an agent to answer calls. The adoption of AI is a proactive measure to mitigate the strain caused by rising call volumes and prolonged wait times. However, similar to the rest of the world, UK and Irish businesses are worried about possible disruptions to operations when infusing AI.
That is why, just like their global counterparts, businesses in the UK and Ireland are encouraged to turn to companies like Avaya, a provider of customer experience solutions.
Avaya specializes in delivering diverse business and digital communication services. Their offerings encompass ACES Professional Services, which assists in defining optimal communication solutions, contingency planning, and rollout management.
Additionally, Avaya provides hybrid cloud services for seamless implementation and integration of cloud-based software, an AI virtual agent service to enhance customer self-service experiences, managed services for finding the right balance between Avaya-managed and self-managed environments, and comprehensive support services to ensure system performance and reliability.
Learn more about communication services infused with AI from Alan Masarek, president and CEO, Avaya, during his keynote presentation at ITEXPO 2024, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW.
In relation to its presence in the UK, Avaya counts the NHS, top high street banks, and leading telecom service providers among its customers. It also considers a number of top brands from diverse industries.
In Ireland, Avaya supports top government and private organizations. It also supports RelateCare. RelateCare offers innovative consulting, administrative and clinical support solutions to their client partners, which allows them to concentrate on direct face-to-face patient care. Their services include access and revenue cycle solutions, care coordination and clinical solutions and consulting services.
RelateCare continues to expand its investment in Avaya contact center and workforce optimization solutions as part of its focus on enhancing client and patient experience.
Masarek said that these large-scale, consumer-facing organizations feel the most pressure from customers to modernize the experiences that they deliver.
“These customers are moving quickly to get digital experiences right,” said Masarek. “They want to add new capabilities like AI and chatbots, but they don’t want to give up their existing solutions. That’s why we aim to meet our customers where they are on their innovation journeys.”
With these organizations running “bullet-proof,” premise-based Avaya contact center estates, Masarek said that “Avaya is able to infuse AI into the experience without disrupting what’s already working well.”
To hear more from Alan Masarek, president and CEO, Avaya, join him for his keynote session at ITEXPO 2024, taking place February 13-15, 2024, in Fort Lauderdale, Florida, as part of the #TECHSUPERSHOW. Since 1999, ITEXPO has combined educational conference programming with a robust exhibit hall, networking events, and other activities, bringing together buyers and providers of business technology products and services that drive business success. Along with ITEXPO, #TECHSUPERSHOW includes MSP Expo, IoT Evolution Expo, Future of Work Expo, Enterprise Metaverse Expo, Generative AI Expo, and more.
Edited by
Alex Passett
